IT Operations Support Analyst (2nd Shift)

Do you want to be part of #TeamEvertec?

Here we will tell you more

Be part of an environment where you can contribute with your creativity, knowledge, and skills. We are the #TechnologyofthePossible; together, we can drive innovation and become leaders in the technology industry while creating exceptional experiences for our clients.

We are Evertec, a leading technology and transaction processing company with a presence in more than 11 countries and serving clients in 26 countries across Latin America and the Caribbean. Our main solutions include payment acquisition for digital commerce, transaction processing, and technological solutions for businesses.

Are you ready to shine?

As an IT Operations Support Analyst, your responsibilities will be:

• Respond and execute proactive monitoring of the organization’s critical technology infrastructure, including ATH network, telecommunications devices, servers, applications, transactions, and processes across environments such as Mainframe, Non-Stop, Windows, Unix, and other Open Systems.
• Deliver prompt and effective technical support, resolving issues related to hardware, software, operating systems, and network connectivity
• Troubleshoot software problems across various platforms, including Windows, macOS, and Linux, ensuring minimal downtime and maximum productivity
• Execute scheduled and corrective maintenance activities, including server upgrades and patching, in alignment with performance standards and security protocols.
• Apply predefined solutions and scripts based on standardized procedures; escalate unresolved issues to the appropriate application or infrastructure teams in a timely manner.
• Accurately document each incident, including symptoms, actions taken, and outcomes; maintain detailed records of service activities and update operational procedures as needed.
• Provide first-level technical support for high-visibility production applications, acting as the initial point of contact for incident resolution and request handling, ensuring operational continuity and adherence to Service Level Agreements (SLAs).
• Respond to and review all escalations or deviations, reporting any exceptions to internal controls through the appropriate chain of command.
• Perform advanced analysis, testing, diagnostics, and troubleshooting of network systems and applications to anticipate failures and prevent service disruptions.
• Collaborate with cross-functional teams to analyze system logs using analysis skills to identify root causes of issues and implement effective solutions
• Conduct regular system updates, patches, backups, and security checks to uphold the integrity of IT systems
• Communicate technical information clearly to non-technical stakeholders while providing excellent customer service throughout all interactions

In addition, you can make a difference if you meet:

• Bachelor Degree in Information Technology, Systems Adminsitration, Computer Science, or related.
• Proven experience in providing IT support within a fast-paced environment with a focus on desktop support and help desk operations.
• Previous experience in NOC or ASG operations is highly preferred.
• Strong knowledge of computer hardware components and operating systems, including Windows (Windows 10/11), macOS, and Linux distributions
• Hands-on experience managing computer networks involving LAN/WAN configurations, TCP/IP protocols, DNS setup, VPNs, firewalls (including Meraki), and network security best practices
• Excellent communication skills with the ability to explain technical concepts clearly to diverse audiences
• Analysis skills to interpret system logs or network data for diagnosing problems quickly and accurately

We provide great benefits, such as:

-Scholarship Program

-Evertecuniversity

-Medical Insurance

-Talent Referral Program

Work hours

Saturday to Wednesday from 4:30 pm to 1:00 am with shift differential included.

Available to work extended hours, weekends, and/or holidays as needed, and the availability to travel as required, supporting projects in the region. Available for travel to other countries, conventions, and sales events.

What can you expect when being part of #TeamEvertec?

You will belong to an agile and proactive team that understands and anticipates needs to achieve objectives.

You will join a culture of continuous improvement and innovation, where we always seek creative ways to exceed expectations.

Your well-being is our priority; we promote an environment where you take care of yourself and others, including your family.

Our teams are collaborative environments where every voice is heard and respected on the path to common success.

Leave a unique mark and make a significant impact on each of the projects you take on.

Join us and take your talent to the next level!

Evertec Group, LLC is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, pregnancy, marriage, sexual orientation, gender identity, national origin, age, genetic information or condition, political affiliation, religious ideology, being a victim or perceived victim of domestic violence, sexual assault, or harassment, serving or having served in the Armed Forces of the United States, disability status, or any other protected category by Puerto Rico or US Federal law. EEO is the Law Poster. Evertec is an employer with E-Verify to verify all new employees' employment eligibility. Participation Poster. Evertec is a drug-free company.

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person